How to improve your hotel guest experience?
Many hoteliers must be providing a reasonable (read: ORDINARY) guest experience right now. People, on the other hand, do not recall the word “decent.” They recall the word “EXTRAORDINARY.” They recall unique experiences that resonate with them. On the other hand, as technology progresses (and evolves), so do your guests’ expectations.
Tips to enhance the hotel guest experience
Teach your employees to pay attention
Because your staff is the final point of contact for your visitors, it’s important that you train them to provide a better experience. Approximately 71% of people enjoy hearing their own name. Instruct your personnel to greet visitors by saying their last name. Teach them to be nice in all circumstances. The appearance and body language of your staff have a significant impact on your visitors’ experience as well as the reputation of your hotel. Make sure your employees are clothed in tidy, polished uniforms. They should have a friendly attitude. Your guests will not be impressed by your hesitant and lethargic body language.
Maintain a clean and well-kept environment
Believe me when I say that the majority of the complaints at your front desk are about cleanliness, and it damages your guests’ experience. A clean and well-kept room is an important element of giving a pleasant hotel stay. Nonetheless, don’t overlook the linens and towels. Always double-check that your linens and towels are fresh and clean. You should also inspect the rooms’ electronic appliances to see if they are in functioning order. This will lessen the number of complaints from visitors and will enhance the guest experience at your hotel.
Increase the quality of your in-room amenities
Given the current situation, I’m sure WiFi is one of your essential commodities. As more visitors travel with computers, cellphones, and wearables, make sure your hotel’s Wi-Fi can handle the additional bandwidth these devices require. Furthermore, tech-savvy travellers have high expectations from hotels these days. You may grant them keyless access to their rooms. One feature that is popular these days is keyless doors that open automatically when the guest comes.
Provide free services and gifts
It’s critical that you show your guests that you care, which requires the use of emotional triggers. People are more interested in how much you care than how much you know. Trust me when I say that providing these modest gifts and treats will improve your hotel’s customer service. You can save the complementary bottle of champagne for the newlyweds. Guests will receive complimentary treats to make their stay more memorable.
Create a list of the services and amenities available at your hotel
Send messages to your guests during their stay to offer them hotel advantages. You can even talk to them one-on-one. Now, understanding the type of guest you have, I would propose providing hotel amenities. You can treat them to a spa or a steam bath if they are leisure travellers. You might also give them guided tours of your area. These efforts from your end will undoubtedly be admired by your visitors. In the middle of all of this, don’t forget to guarantee that your service is delivered on time. Room service that isn’t delivered on time will irritate your guests. Ensure that you provide them with whatever they have requested as quickly as possible.
Keep in mind their preferences
Providing personalised treatment to your visitors is a surefire method to wow them. Advanced hotel management systems can assist you in accomplishing this to a reasonable degree. These systems keep track of your guests’ preferences as well as their basic information. When the guests return, the system remembers and notifies you to make the necessary arrangements. Even the tiniest details, such as newspaper, coffee tastes, room view, and floor preference, are recorded by the system. These are minor gestures, but believe me when I say that they will have a significant impact on your hotel guests’ experience. These extra efforts will be remembered and appreciated by your guests.
Listen to your visitors' complaints
When it comes to guest happiness, listening is really important. When your guests make a request, make a suggestion, or make a complaint, be attentive. They are more receptive to the proposed remedy when you listen to their grievances patiently. Active listening might help you avoid misunderstandings. It guarantees that the guests’ expectations are fully recognized.
Want to enhance your guests’ experience in Malaysia? Please contact us to learn more about our hospitality consulting services and we provide high quality room amenities too in Malaysia.